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Recording & Quality Management

Capture every customer interaction, evaluate agent performance, and drive continuous improvement — with AI-powered quality management built for modern contact centres.

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Overview

Recording & Quality Management

Capture every customer interaction, evaluate agent performance, and drive continuous improvement — with AI-powered quality management built for modern contact centres.

  • 100% voice, screen, and digital interaction recording
  • AI-assisted quality scoring and automated evaluation
  • Customisable QA scorecards per team, campaign, or channel
  • Targeted coaching workflows triggered by low scores
  • PCI DSS-compliant pause/resume for payment calls
  • Secure encrypted storage with role-based access control
Altitude Quality Management Suite — evaluation scorecards and coaching interface
Altitude screen recording profiles and playback interface
Screen Recording

See What Agents See

Capture full agent screen activity alongside every voice interaction — configurable per profile, with granular controls for when and how recording happens.

  • Call-triggered or API-triggered full-screen recording
  • Bandwidth and disk-capacity aware recording profiles
  • Automatic retention and deletion policies per profile
  • Application-level recording options for compliance
  • Synced playback alongside call audio for full context
Features

Everything in Recording & Quality Management

🎙️

100% Call Recording

Every voice call recorded automatically — no sampling, no gaps, fully encrypted.

🖥️

Screen Recording

Capture agent screen activity alongside voice — see what agents do during every interaction.

🤖

AI Quality Scoring

AI automatically scores interactions against your QA criteria and flags coaching opportunities.

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Custom Scorecards

Build QA scorecards tailored to each team, campaign, or channel — weighted scoring.

🎓

Coaching Workflows

Low scores trigger coaching tasks automatically — supervisors deliver structured feedback.

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PCI DSS Compliance

Automatic pause/resume during payment capture — full PCI DSS compliance built in.

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Quality Analytics

Team and individual QA trends, score distributions, and calibration reports.

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Speech Analytics

Transcribe and analyse recordings for keywords, sentiment, and compliance triggers.

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Secure Storage

Role-based access — agents see only their own, supervisors see their team.

100%
Interactions Recorded
30%
Faster QA Cycles
AI
Powered Scoring
99.9%
Storage Uptime

Raise Your Quality Bar with Altitude QM

Book a personalised demo and see how Altitude Recording & Quality Management works in your contact centre environment.

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